Lead Call Center Architect

4 weeks ago

Woodlawn, United States ALTA IT Services Full time
Job DescriptionJob Description

Lead Call Center Architect/Subject Matter Expert Tier 5
Per Federal Govt Sector U.S. Citizenship required
Target Start – May 20, 2024
6-12 month minimum – possibility for option years until August 2028
100% Remote option but Able to participate in on-site meetings in Woodlawn, MD

Must have SME level expertise with :IVR, ACD, WFM, CRM, and chatbots in on-prem and cloud environments



Specific Experience:

·       Must possess 10 years of experience in a variety of IT and Contact Center business areas including at least 7 years’ experience as Lead Call Center Architect

·       General Experience: 14 years or more years related experience

·       Education: Bachelor of Computer Science or equivalent years of experience



General Job Description:

·       Designs, develops, programs, installs, implements, conducts research, and/or maintains internal data processing computer systems.

·       Analyzes internal or external customers' needs, and determines equipment and software requirements for solutions to problems by means of automated systems; develops customized solutions to customer/user problems.

·       Establishes system parameters and formats; ensures hardware/software compatibility; and coordinates and/or modifies user requirements in terms of existing and projected computer capacity and capabilities.

·       May make programming changes as required to adapt or enhance existing or new programs and/or utilities.

·       Analyzes new hardware to determine its need or application in the existing or proposed system; advises on new techniques and estimated costs associated with new or revised programs and utilities, taking into consideration personnel, time, and hardware requirements, and makes trade-off analyses; develops general and detailed documentation describing system specifications and operating instructions; and revises existing systems and procedures to correct deficiencies and maintain more effective data handling, conversion, input/output requirements, and storage.


Specific Job Description:
 

·       Leads significant multi-disciplinary projects using deep theoretical knowledge and experience of IT and IT trends including business process reengineering, physical and data security, software, tool comparisons, and best practices.

·       Analyzes complex issues and quickly identifies possible solutions based on a sound analysis of the information available.

·       Presents rational, realistic and sound strategic recommendations based on consideration of all the facts and alternatives available.

·       Assesses the existing technical framework to accommodate new situations.

·       Leads, influences, and persuades others to take a specific course of action when there is no direct line of control or command.

·       Engages customers and team members at all organizational levels.

·       Understands and interprets the “bigger picture”, through thinking innovatively and conceptually. Analyzes complex, multi-faceted problems and produces a range of options, culminating in a recommended solution.

·       May act as a manager or lead, responsible for planning and monitoring schedule milestone and deliverables.

·       Must possess effective organizational, interpersonal, oral and written skills, strong analytical and problem-solving capabilities and close attention to detail.

·       Must be a team player able to multi-task in a dynamic environment and have an extensive working knowledge of the SDLC and the associated processes and documentation.

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